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June 6, 2024
XX min read

How to Use Gladly: A Comprehensive Guide


Gladly is a radically personal customer service platform designed to transform call center agents into customer service heroes. Unlike traditional systems that focus on cases or tickets, Gladly is built around people, providing agents with one continuous, lifelong conversation thread across all channels. This context-rich interaction fosters lasting connections and loyalty between brands and their customers. Notable companies including Ralph Lauren, Allbirds, Bombas, Crate&Barrel, Ulta Beauty, and Warby Parker leverage Gladly to enhance customer brand loyalty and increase customer lifetime value. At the same time, they empower their service teams, making them happier and more efficient.

In today’s fast-paced business environment, customer service teams need tools that offer both efficiency and a deep understanding of customer interactions. Gladly’s innovative approach ensures that customer service agents have all the context they need to resolve issues more effectively and strengthen customer relationships.

Who is Gladly for

Gladly is tailored for any organization that prioritizes exceptional customer service and aims to build strong, lasting relationships with its customers. Ideal users include:

  • Customer Service Agents: Agents looking for an intuitive platform that simplifies their workflow and provides comprehensive customer context.
  • Customer Support Managers: Managers aiming to grow customer loyalty while improving team efficiency and performance.
  • Retail Brands: Businesses wanting to create personalized, memorable customer experiences.
  • E-commerce Businesses: Companies needing to manage high volumes of customer interactions seamlessly across multiple channels.

Key features

Gladly’s rich feature set is designed to elevate the customer service experience:

  • People-Centric Conversations: Gladly focuses on people rather than tickets, maintaining a single, lifelong conversation with each customer across all channels.
  • Channel Independence: Interact with customers via chat, email, voice, text, or social media through one unified interface.
  • Comprehensive Customer Timelines: Agents have access to a complete history of customer interactions, providing context for every conversation.
  • Easy-to-Use Interface: Designed for simplicity and efficiency, focusing on what matters: helping customers.
  • Agent Desktop: A unified platform allowing agents to manage all customer interactions in one place.
  • Customer Profiles: Rich profiles offering detailed information about each customer, including past interactions and preferences.
  • Team Collaboration: Built-in collaboration tools to facilitate communication among team members, ensuring consistent and informed responses.

Best use cases

Scenarios where Gladly excels

Gladly shines in situations where deep customer knowledge and seamless multi-channel interactions are imperative:

  • Retail Industry: Retail brands like Ralph Lauren use Gladly to enhance the shopping experience by offering personalized customer service that keeps customers coming back. Agents have full visibility of customer purchase history and preferences, making every interaction relevant and meaningful.
  • E-commerce Companies: Companies like Allbirds leverage Gladly to handle high volumes of customer inquiries efficiently. Customers can reach out via their preferred channels, knowing they’ll receive consistent support.
  • Subscription Services: Businesses such as Bombas employ Gladly to manage recurring interactions and requests from subscribers, ensuring customer satisfaction and loyalty.
  • Home Goods Providers: Crate&Barrel utilizes Gladly to create memorable experiences for customers shopping for furniture and home decor, offering personalized advice and resolving issues quickly and efficiently.

Examples of how different teams benefit from Gladly:

  • Customer Service Teams: Gladly improves the efficiency of customer service agents by providing them with all the necessary context to handle queries without having to switch between different systems.
  • Support Operations: Managers and team leaders can monitor performance easily, track important metrics, and identify areas for improvement using Gladly’s built-in analytics.
  • Marketing Teams: Marketing professionals can leverage customer insights gathered from service interactions to inform campaigns and tailor marketing efforts more effectively.

Getting started

  1. Sign Up for Gladly: Visit Gladly’s website and sign up for a free trial or contact their sales team. Provide your business details and set up your account.
  2. Set Up Your Team: Add your customer service agents to the platform. Configure their roles and permissions to fit your team structure.
  3. Import Customer Data: Import your existing customer data to Gladly. This step ensures that agents have the full context of customer history.
  4. Configure Channels: Set up all the communication channels your customers use, such as email, chat, voice, and social media, to ensure seamless interaction.
  5. Train Your Team: Utilize Gladly’s training resources to familiarize your team with the platform’s features and best practices. Conduct hands-on training sessions for a smooth transition.
  6. Go Live: Once your team is comfortable with the platform, switch to live mode and start handling customer interactions via Gladly.

Tips and best practices

  • Leverage Customer Profiles: Make use of the comprehensive customer timelines to personalize interactions and build stronger relationships.
  • Encourage Multi-Channel Use: Train agents to efficiently switch between channels, ensuring customers can reach out through their preferred method and receive consistent support.
  • Monitor Performance Metrics: Regularly review analytics and performance reports to identify trends, areas for improvement, and successful strategies.
  • Continuous Training: Keep your team updated with the latest features and functionalities through continuing education and training programs.
  • Utilize Team Collaboration: Encourage collaboration within your team using Gladly’s built-in tools to ensure consistent and informed responses.
  • Adopt Customer Feedback: Actively seek and incorporate customer feedback to continuously improve your service approach and use of Gladly.

Integration with Guru

Gladly seamlessly integrates with Guru, an Enterprise AI search solution that boosts productivity and provides instant access to reliable information. Here’s how this integration works:

  • AI-Powered Searches Within Gladly: Guru’s AI capabilities allow customer service agents to search for information directly within Gladly. This ensures agents have access to accurate, relevant answers without leaving their workflow.
  • Instant Knowledge and Contextual Suggestions: Guru offers real-time knowledge suggestions and context for customer queries, empowering agents to respond quickly and accurately.
  • Boosted Productivity: The integration of Guru with Gladly streamlines the workflow for customer service agents, significantly improving their efficiency and reducing the time spent searching for information.
  • Context Preservation: Guru ensures that the relevant permissions of the source information are maintained, further enhancing the security and reliability of the knowledge being accessed.

Benefits of using Gladly with Guru’s AI search:

  • Enhanced Efficiency: Agents can find answers instantly, without disrupting their interaction with customers, leading to faster resolution times.
  • Consistent Responses: Access to a single source of truth ensures that all agents provide consistent and accurate information.
  • Empowered Agents: With quick access to necessary information, agents feel more empowered and confident in their interactions.
  • Seamless Integration: The integration is easy to set up and use, ensuring your team can take advantage of both platforms' strengths without a steep learning curve.


Gladly is revolutionizing the customer service landscape with its people-centric, multi-channel approach and tools designed to create lasting customer relationships. By integrating with Guru, Gladly further enhances agent productivity and knowledge accessibility, ensuring your team has everything they need to provide unparalleled customer service.

For companies looking to improve customer loyalty, increase lifetime value, and empower their service teams, Gladly offers a compelling solution. Try Gladly today and elevate your customer service experience to new heights.

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